Genesys Cloud CX

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  • 1.  Setting a default wrap-up code

    Posted 07-16-2018 10:47
    Hello,

    My customer want to configure a default wrap-up code to be entered automatically after 10 seconds if an agent doesn't select any wrap-up code during voice intercation

    Please let me know if it is possible in Purecloud and how to configure it ?

    Thank you in advance



  • 2.  RE: Setting a default wrap-up code

    GENESYS ADVISOR
    Posted 07-17-2018 07:59
    Hello Oudderhem,

    As of this time, there is no way we can configure a default wrap code after an inbound voice interaction.

    You can request this feature on our PureCloud Ideas Lab.

    Thank you.

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    Marie Grace Delos Santos
    Genesys - Employees
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  • 3.  RE: Setting a default wrap-up code

    Posted 07-18-2018 03:36
    Hello Marie,

    Many thanks for your reply, I just open now ticket within idea Purecloud Lab, waiting their reply

    In case of an agent doesn't select any wrap-up code, which one will be used ?

    Thank you


  • 4.  RE: Setting a default wrap-up code

    GENESYS
    Posted 07-18-2018 04:56
    The previous provided answer related to a default wrap-up code is not completely accurate. At a queue level you can configure whether 'After Call Work' is 'Optional' , 'Mandatory, discretionary', 'Mandatory, Time boxed' or 'Mandatory, Time Boxed no early exit'. When you set this value to ' Mandatory, Time Box' you can enter a duration (10 seconds in the request) the agent has to set a wrap-up code. If they don't submit a wrap-up code within this timeout value the system will set a default wrap-up code on the conversation ("ININ-WRAP-UP-TIMEOUT" is the wrap-up code that gets set). After that the agent becomes available again for the next call.

    More details about these settings can be found here: Configure after call work settings - PureCloud Resource Center
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    Configure after call work settings - PureCloud Resource Center
    Wrap-up rule conditions are evaluated after a call disconnects. Wrap-up actions can update contact... To set up groups as an administrator, you must have the Admin... Select a phone Select the phone you want to use. The PureCloud... User settings View your profile, update your status and presence, share your current...
    View this on PureCloud Resource Center >

    The 'After Call Work Timeout' setting currently only applies to Voice conversations and not yet on all the other media types. We have an enhancement request to track this request which can be found here:PureCloud Ideas Lab. Please vote for this if you believe this is important to add. 
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    PureCloud Ideas Lab
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    ------------------------------
    Jeroen Buis
    Genesys - Director, Product Management
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  • 5.  RE: Setting a default wrap-up code

    Posted 07-18-2018 08:20
    Thank you Jeroen for the details !

    We have configured ACW with ' Mandatory, Time Box' and 10 seconds was already entered

    My question is regarding this default wrap-up code "ININ-WRAP-UP-TIMEOUT", can we change its name with personalized one choosed by the customer (For example "No Wrap-up code was defined" ?

    Thank you



  • 6.  RE: Setting a default wrap-up code

    GENESYS
    Posted 07-18-2018 10:56
    No, there is no option to change what default wrap-up code is used for these timeouts. So the ask is just to be able to rename the current default  wrap-up code to something that looks better in the view?

    Thanks,

    Jeroen

    ------------------------------
    Jeroen Buis
    Genesys - Director, Product Management
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  • 7.  RE: Setting a default wrap-up code

    Posted 07-18-2018 11:18
    Hello Jeroen,

    Yes correct, can we change just the name of this default wrap-up code ?

    Thank you


  • 8.  RE: Setting a default wrap-up code

    Posted 05-18-2022 05:25
    Hi.

    We have the same requirement. We need to change the name of default wrap-up code.

    Please, share with us possible options to complete this task.

    Thanks in advance.

    Regards.

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    Juan Antonio Pérez Buján
    Zipping Care SL
    ------------------------------